Mona | Agent and employee since 2003
She carved out a career working from home when such opportunities were fewer.
More than an Agent, More than an Employee
While a contract agent, Mona covered the gamut of clients and industries. But that’s only the start of her story. Her 15 years with Working Solutions would progressively steep her in the company’s operations.
An Agent for All Seasons
Mona began her agent career providing white-glove service for a major office products company. From there, she moved through a quick succession of client programs.
She fielded calls for an exercise program, took mobile phone orders for one of the world’s largest telecommunications company, helped customers arrange for moving pods and car transport services, and provided trouble-shooting for a satellite TV company.
Mona said her favorite agent job was helping customers get connected to the satellite network. “People were desperate to get to their sports games. And I had a lot of fun helping them because I got to watch in the process.”
From Agent to “Chief Onboarding Officer”
Mona officially hired on in December 2007 as a quality assurance manager. Later, drawing on her Oracle database experience, she wrote programming specs for the company’s systems.
Today, Mona manages agent onboarding. That includes managing the credentials for every client and remotely setting up agent computers.
“For every client system we access, we need user names and passwords for our agents and employees,” said Mona. “My team is in charge of getting those credentials from the client when a new program begins and for removing them when agents and employees move off the account.”
“For every client system we access, we need user names and passwords for our agents and employees,” said Mona. “My team is in charge of getting those credentials from the client when a new program begins and for removing them when agents and employees move off the account.”
Mona and her team onboard up to 2,000 contact center agents-and more-a year.
All Things Compliance
Mona also is responsible for ensuring agents and employees are in compliance with Payment Card Industry (PCI) standards. Her team administers and updates a PCI compliance course each year.
In her spare time, she helps with revamping the company’s SharePoint site, making it easier to access company, client and agent documentation.
Looking back over her career with the company, Mona said:
“Working Solutions provided me the opportunity to work from home when the option was not as available as it is now. I never knew I would be joining a family and not just have another job. I have always felt as though I was more than just an employee or agent-and that is something very special.”
“I have always felt as though I was more than just an employee or agent.”
